Income Advisor (6-month fixed term)

Red Kite Community Housing Limited; High Wycombe; Hybrid; GBP 28,000 - 42,000; Full time

Job summary

Red Kite Community Housing Limited is seeking an individual who will build lasting relationships with tenants, helping to maximise rental income while delivering excellent customer service. You will proactively manage risk, refer tenants at risk for welfare advice, and collaborate with teams to ensure a seamless, self-service friendly experience.

The role emphasises understanding welfare reforms, maintaining up-to-date knowledge of legislation, and working with tenant representatives to improve

Qualifications

• Commercially minded with a strong community focus.
• Ability to empathise with tenants facing financial difficulties.
• Excellent written and verbal communication skills.
• Organised, approachable and service-driven with good deadlines.

Responsibilities

• Build lasting relationships with tenants to maximise and protect rental income while delivering excellent customer service.
• Manage each tenant’s risk and refer those at risk for welfare advice and debt counselling.
• Collaborate with colleagues to provide seamless services and a simple customer experience.
• Follow policies on health and safety, equality and data protection, and promote self-service where possible.
• Engage tenant representatives to improve services and respond to needs.

Job description

You’ll build lasting relationships with our tenants, helping to maximise and protect rental income while delivering excellent customer service.

Taking a proactive, tailored approach, you’ll manage each tenant’s risk and plan contact around their individual needs, working with our Tenancy Sustainment Team to refer those at risk or in arrears for welfare benefit advice, debt counselling and other tenancy support.

You’ll collaborate with colleagues across our pods to provide seamless services and a simpler customer experience, keeping your knowledge of relevant legislation, good practice and welfare reforms up to date and understanding their impact on service delivery.

You’ll follow Red Kite’s policies and procedures, including health and safety, equality and diversity, and data protection, and use technology to streamline your work and encourage tenants to self-serve where possible.

Above all, you’ll put tenants at the heart of service design, delivery and outcomes, promoting involvement and working with tenant representatives to improve services and respond to their needs.

Qualifications, skills and experience

You’ll be commercially minded with a strong community focus, able to put yourself in tenants’ shoes and empathise with those facing financial difficulties.

With excellent written and verbal communication skills, you’ll handle pressure well and use customer insight and other information to minimise risks.

Organised, approachable and service-driven, you’ll prioritise effectively to meet deadlines and achieve both short- and long-term objectives, working confidently on your own and positively and flexibly within a team in line with our values.

You’ll bring a motivated, ‘can do’ attitude and a commitment to doing what’s right, not just what’s easy, combining a competitive drive for results with a supportive approach to shared success.

Your naturally uplifting personality and professional approach will help you build and maintain excellent working relationships with partners, tenants and stakeholders.

You’ll embrace challenge and change positively and value continuous improvement for tenants and communities.

Hybrid working is expected with 2 to 3 days a week in our modern, bright and welcoming office with dedicated parking.